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The EQ
Behind IQ
The growing disconnect between
“data-driven” businesses &
their customers.
A sonnet written by a machine
will be better appreciated by
another machine.
Alan Turning The father of AI
Why am I talking
about machines
& EQ?
Jaco Rossouw
CEO of Principa, an international
data analytics and software
company.
The one thing we
all have in common
A tale of two customer
service experiences
We are drowning in
information, but starving
for wisdom.
E.O Wilson Biologist, Theorist & Naturalist
So, where’s the opportunity
Mind the gap
Behavioural science
How do you make
this happen
1 Understand your current data universe
2 Think about human behaviour at key touchpoints
3 Capture as much behavioural information as possible
4 Look for patterns and correlations
5 Experiment (deploy, test, refine)
In the age of machines,
don’t underestimate the
power and value of a
human.
CAPE TOWN
HEAD OFFICE
Northgate Park, Platinum Dr
Paarden Eiland 7405
+27 21 680 6000
www.principa.co.za
JOHANNESBURG
SALES OFFICE
342 Jan Smuts Ave
Hyde Park 2196
+27 11 560 6950
insights.principa.co.za

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The EQ Behind the IQ - Jaco Rossouw

  • 1. The EQ Behind IQ The growing disconnect between “data-driven” businesses & their customers.
  • 2. A sonnet written by a machine will be better appreciated by another machine. Alan Turning The father of AI
  • 3. Why am I talking about machines & EQ? Jaco Rossouw CEO of Principa, an international data analytics and software company.
  • 4. The one thing we all have in common
  • 5. A tale of two customer service experiences
  • 6. We are drowning in information, but starving for wisdom. E.O Wilson Biologist, Theorist & Naturalist
  • 7. So, where’s the opportunity
  • 9.
  • 11. How do you make this happen 1 Understand your current data universe 2 Think about human behaviour at key touchpoints 3 Capture as much behavioural information as possible 4 Look for patterns and correlations 5 Experiment (deploy, test, refine)
  • 12. In the age of machines, don’t underestimate the power and value of a human.
  • 13. CAPE TOWN HEAD OFFICE Northgate Park, Platinum Dr Paarden Eiland 7405 +27 21 680 6000 www.principa.co.za JOHANNESBURG SALES OFFICE 342 Jan Smuts Ave Hyde Park 2196 +27 11 560 6950 insights.principa.co.za